This single review reports product quality concerns and a prolonged, poorly handled replacement process with rude customer support. The issues described center on post-sale service and the time required to pursue a replacement. Prospective buyers should verify warranty and return policies and confirm how replacements are handled before purchasing. Documenting delivery condition and keeping written records of communications may help if issues arise.
Examples from available reviews (May 2018 – Feb 2026).
Customer experienced poor service and difficulty obtaining a replacement.
“they were extremely rude and unprofessional.”
Reviewer reports customer support was rude and unprofessional and describes a month-long dispute to obtain a replacement.
Reviewer says the product is not worth the hassle, citing replacement difficulties and unmet expectations for quality.
Post-purchase experience described as lengthy and frustrating: the reviewer dealt with the company for over a month to resolve issues.
Primary complaint centers on product quality; the reviewer was unsatisfied and pursued a replacement as a result.
Communication characterized as rude and unprofessional during attempts to resolve the order and replacement concerns.
Overall negative impression: product quality issues plus poor support led the reviewer to advise others to avoid the company.
For each review, the core experience based on original source reviews.
Sources: Trustpilot (40) · resellerratings.com (15) · Collected.reviews (1) · Quotes shortened · As of: February 2026
The fire is compact and small.
“Compact little fire”
Attentive staff, wide selection, smooth fitting and tidy installer.
“Attentive and knowledgeable staff.”
Product arrived faulty with loud motor; replacement delayed.
“It arrived faulty , motor too loud to even have on.”
Fire delivered quickly with superb flame effect and appearance.
“THE FLAME EFFECT IS SUPERB AND SILENT”
Poor communication and unanswered questions led to not purchasing.
“They would either not reply, or completely ignore some questions on my email.”
Satisfied with product but noted finish, plug, and manual issues.
“The instruction manual could do with an update to reflect the product I actually purchased”
Installers were messy, disrespectful, and left poor workmanship.
“They turned on loud music and took over the living room.”
Fireplace arrived quickly and fitting was fast.
“Fire place arrived quickly and the fiting was also quick.”
Poor communication and missing product instructions caused installation issues.
“Terrible service from start to finish.”
Delivery driver left pallet on elderly mother's pathway.
“The Delivery Driver literally left the Item, on a pallet, on her actual Pathway??”
Fitters left mess and company refused responsibility or help.
“When contacting Direct Fires, they were rude, dismissive and wouldn't take any responsibility”
Lovely fire despite delivery hiccups and initial wrong delivery.
“Got the call to arrange courier however when they got here there was no fire just the marble surround.”
Sales and installation staff were helpful, tidy, and communicative.
“Leanne kept us upto date with installation and Tony the fitter was extremely tidy and efficient.”
Fireplace arrived as unassembled limestone pieces and missing parts.
“I did not receive a fireplace, I received pieces of limestone to build a fireplace”
Remote control failed despite checks and inspections.
“can not get the remote control to work”
Great product with brilliant installation and attractive appearance.
“Great product, brilliant installation experience and the fire looks fantastic”
Heats room quickly with strong warming power and smooth delivery.
“This fireplace is excellent. It heats the room very quickly and has great warming power.”
Initial poor communication eventually resolved, improving overall impression.
“Communication if you have a problem, which I did is abysymal.”
Pleased with fireplace quality and perfect delivery.
“Really pleased with the quality of the fireplace and service you gave us delivered perfectly”
Staff specially ordered product and managed delivery and fitting well.
“Direct Heating (Leanne) kept us well informed about the delivery and everything went well on the day.”
Delivery failed repeatedly with poor tracking and long waits.
“I have waited all day and feel let down.”
Company refused return for noisy blower without original box.
“the blower was very loud, which was unacceptable in my living room.”
Product arrived quickly and customer service answered all questions.
“It arrived quickly, and the customer service was excellent”
Placed exchange call and endured repeated holds and dropped calls.
“I was on hold 20 minutes, the phone would ring and they’d hang up to put me on hold longer”
Order cancellation ignored and item was shipped anyway.
“I canceled my order and you shipped it anyway!!!”
Knowledgeable sales team provided quick help and follow-up.
“The sales team were knowledgeable and easy to work with.”
Company responded well to questions despite supplier shipping issues.
“Jon in shipping has been great and Nick in sales was very responsive.”
Customer service answered questions and delivery was prompt.
“customer service rep answered all my questions, delivery was prompt”
Tom answered all questions and was very helpful.
“Tom was very helpful in answering all of my questions!”
Items missed promised shipping dates and follow-up dates were incorrect.
“Items did not shipped when they were supposed to and follow up shipping date were wrong as well.”
Chat made ordering simple and straightforward.
“We knew what we wanted so ordering was simple.”
Received a great replacement part with prompt delivery.
“Great replacement part and delivery”
One log arrived split, likely due to shipping.
“One of the logs is split (probably while shipping).”
Product functioned well for the reviewer.
“The product worked well.”
Fast shipping was provided for the order.
“Fast shipping”
Website was easy to navigate and chat available immediately.
“Easy to navigate and chat immediately”
Item shipped and arrived earlier than expected.
“Was shipped and at my door before I expected”
Damaged fireplace; initial response but no subsequent follow-up.
“The fireplace was damaged when we got it”
Staff were knowledgeable and products were good.
“Knowledgeable folks and good products”
Seamless parts purchase with excellent communication and service.
“I experienced a seamless, swift process with excellent communication regarding my purchase.”
This page combines submitted experiences with public reviews from platforms such as Google, Trustpilot, etc. Recurring points are summarized without changing the content of reviews.
Electric Fireplaces Direct is an online retailer focused on electric fireplaces, stoves, inserts and related accessories. The site typically lists product specifications, images and purchasing options for residential customers. Shoppers researching the company often look for information on product models, warranties, shipping and post-sale support.